|
| Variable | Measurement item |
|
| Ease of use | Transaction is easy to complete |
| Website is easy to login |
| Searching for the information you need is easy |
| Service content is easy to understand |
| Website content can meet customer needs |
| Can check the transaction status at any time |
| Transaction is easy to complete |
|
| Reliability | Transaction is accurate |
| According to personal information record |
| Business can fulfill the promise |
| Product service can be delivered on time |
|
| Reactivity | Can give quick response |
| Can solve the problem quickly |
| Correct problem solving |
| Company personnel have the ability to answer questions |
| Online company can handle complaints in a friendly way |
|
| Security | Online trading is very safe |
| Providing personal information is very safe |
| Online company will not misuse personal information |
|
| Customer Care | Online company personnel can act according to my requirements |
| Online company can record and update my preferences |
| Online employees can understand my specific needs |
| Online company will tell me some important information soon |
| Online company’s free service is rich |
| Online company personnel can act according to my requirements |
|
| Customer Trust | Trust online company |
| Online company has a good reputation |
| Online company is very honest |
| Transaction is fair |
|
